Title: Customer Support Associate Timings: 4:30 am to 12:30 pm IST Experience: 1-2 Years Location: Hyderabad The Customer Support Associate is a hands-on, technical part of the Customer Support team for a junior or entry-level candidate. You’ll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You’ll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization. Responsibilities: Become an Openprise platform and data management expert Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers Drive support requests to resolution by tracking progress and communicating both internally and with customers Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing Requirements: Outstanding writing and verbal communication skills Excellent project and time management skills Interest in learning a software platform, including technical details and use cases Problem-solving and technical acuity to investigate issues and find solutions Self-driven, motivated, and enthusiastic Document troubleshooting steps while updating existing documentation Able to work with a team, local and remote, in a changing environment Participate in a rotating on-call schedule. Maximum 1 weekend per every 4 weekends Must be able to work early morning hours (IST) - 4:30 am to 12:30 pm (with a change of 1 hour during US standard time) Bachelor’s degree, or commensurate experience Pluses: 1-2 years of SaaS support experience or working with technology platforms Familiarity with platforms such as Zendesk or Jira for tracking customer issues Experience in a customer-facing role Powered by JazzHR xHaFuOWhhR Show more Show less

Title: Customer Support Associate Timings: 4:30 am to 12:30 pm IST Experience: 1-2 Years Location: Hyderabad The Customer Support Associate is a hands-on, technical part of the Customer Support team for a junior or entry-level candidate. You ll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You ll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization. Responsibilities: Become an Openprise platform and data management expert Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers Drive support requests to resolution by tracking progress and communicating both internally and with customers Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing Requirements: Outstanding writing and verbal communication skills Excellent project and time management skills Interest in learning a software platform, including technical details and use cases Problem-solving and technical acuity to investigate issues and find solutions Self-driven, motivated, and enthusiastic Document troubleshooting steps while updating existing documentation Able to work with a team, local and remote, in a changing environment Participate in a rotating on-call schedule. Maximum 1 weekend per every 4 weekends Must be able to work early morning hours (IST) - 4:30 am to 12:30 pm (with a change of 1 hour during US standard time) Bachelor s degree, or commensurate experience Pluses: 1-2 years of SaaS support experience or working with technology platforms Familiarity with platforms such as Zendesk or Jira for tracking customer issues Experience in a customer-facing role

Job titles: Senior/Lead Technical Support Engineer Senior/Lead Production Support Engineer Senior/Lead Application Support Engineer Level 3 Support Engineer Experience: 5-10 years Role Overview: This role is responsible for troubleshooting and resolving production incidents. This role acts as a bridge between the support and development teams, handling technical investigations, applying quick fixes, and escalating critical issues. By managing and resolving incidents effectively, this role allows the development team to focus on R&D and feature development. Key Responsibilities: Incident Management and Troubleshooting Take ownership of production incidents, perform deep-dive investigations, and provide immediate resolutions or workarounds Monitor production alerts, logs, and error notifications in real-time to ensure rapid incident response Escalate unresolved issues to the development team only when necessary, minimizing their involvement in routine incidents Document all production issues, resolutions, and lessons learned to improve troubleshooting efficiency Develop and maintain incident response plans to ensure a structured troubleshooting approach Collaboration and Support Enablement Work closely with the support team to assist with technical escalations and ensure customer issues are addressed quickly Coordinate with the development team to report recurring issues that need long-term fixes while reducing their direct involvement in incident handling Communicate incident status, impact, and resolution progress to key stakeholders and leadership System Monitoring and Performance Optimization Monitor support emails, process failure notification emails, and Prometheus alerts to proactively detect or prevent incidents before they occur Work with DevOps to improve observability, logging, and alerting strategies Suggest Workarounds and Implement Quick Fixes Understand the product and customer use cases to provide workaround solutions when needed Execute minor SQL queries and data fixes to resolve customer issues without requiring development team intervention Leadership and Team Management Lead and mentor a team of junior support engineers, ensuring they follow best practices in incident handling Train the support team on troubleshooting common production issues Establish clear ownership of incident response to reduce ad-hoc escalations to the development team Required Qualifications: Technical Skills: 5+ years of experience in production support, incident management, or site reliability engineering Good expertise in Linux/Unix systems and troubleshooting Experience with monitoring tools such as ELK Stack, Grafana, Prometheus, and CloudWatch Proficiency in SQL (MySQL, PostgreSQL, or Oracle) for running queries and applying minor data fixes Hands-on experience with log analysis and debugging using ELK Stack Knowledge of scripting languages such as Shell, Python, or Groovy to automate incident handling Familiarity with microservices, REST APIs, and message queues like RabbitMQ and Kafka Soft Skills and Leadership: Strong problem-solving and troubleshooting skills under pressure Ability to mentor junior engineers and effectively lead small teams Excellent communication skills for collaboration with engineering, CS and DevOps teams Proactive mindset to reduce developer involvement in incident handling and improve overall system reliability Powered by JazzHR r3BLDTSOll Show more Show less

Location: Hyderabad Timings: 10.30 PM to 6.30 AM(IST) Experience: 1-2 years The Customer Support Associate is a hands-on, technical part of the Customer Support team for a junior or entry-level candidate. You’ll work closely with the Customer Success Managers to drive resolution of all support issues and ensure customer satisfaction. You’ll learn the Openprise platform and advance your customer-facing and technical skills. This is an opportunity to wear different hats and play different roles, learn your strengths, and have a real impact on the growth of the company and the organization. Responsibilities: Become an Openprise platform and data management expert Work interactively with the rest of the US and India-based Support team to problem-solve, develop new best practices, and improve platform adoption by customers Drive support requests to resolution by tracking progress and communicating both internally and with customers Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing Requirements: Outstanding writing and verbal communication skills Excellent project and time management skills Interest in learning a software platform, including technical details and use cases Problem-solving and technical acuity to investigate issues and find solutions Self-driven, motivated, and enthusiastic Document troubleshooting steps while updating existing documentation Able to work fully remote with ability for video conferencing Must be able to work early morning hours (IST) - 22:30 pm to 6:30 am (with a change of 1 hour during US Daylight Savings time) Bachelor’s degree, or commensurate experience Pluses: 1-2 years of SaaS support experience or working with technology platforms Familiarity with platforms such as Zendesk or Jira for tracking customer issues Experience in a customer-facing role Evening to morning work experience Powered by JazzHR WptYbOiWya